Director, Premium Business Operations (Crypto.com Arena)

$120,000 - $125,000/Yr

AEG Worldwide - Los Angeles, CA

Full-time - Mid Level

Los Angeles, CA

251-500 employees

Performing Arts, Spectator Sports, and Related Industries

About the position

The Director, Premium Business Operations is responsible for strategizing, designing, and developing systems, programs, and services to meet the needs of the premium business department. This role involves interfacing with various business units to ensure that systems and strategies are effectively utilized to achieve business goals, while also leading and mentoring the Business Operations, Strategy & Analytics team.

Responsibilities

• Hire, coach, develop, and lead the Premium Business Operations team.
• Develop and manage the Premium Business Operations, Strategy & Analytics roadmap.
• Utilize Microsoft Planner and Power BI to monitor project benchmarks and deadlines; lead quarterly review meetings for past and upcoming projects.
• Partner with leadership to define and track success metrics (KPIs, ROI, engagement, etc.) for sales, service, events/hospitality, and marketing programs, leveraging tools like Dynamics CRM, AXS Back Office, and Power BI.
• Collaborate with department heads on logistics for sales and renewal campaigns including overseeing bi-weekly sales performance meetings to optimize processes, technology, data sources, and strategy.
• Track and analyze sales, renewals, buying trends, engagement, and inventory via reporting tools to support departmental goals, projections, and pacing.
• Develop and oversee member surveys (new, current, and expiring) to generate insights and align with business strategies.
• Oversee CRM operations and strategy, ensuring functional specifications, lead distribution, data integrity, and campaign effectiveness.
• Drive workflow efficiencies and personalized content.
• Manage and innovate sales enablement tools to enhance revenue generation, retention, and operational optimization.
• Collaborate with the digital services team to develop predictive modeling opportunities.
• Serve as liaison between the Premium and Ticket Operations departments for accounts receivable, contracts, AXS/Member Portal management, invoicing, and other ticketing deliverables to streamline communication and processes.
• Partner with digital marketing teams on sales marketing campaigns via email and paid social, providing actionable insights and analysis.
• Contribute to personalization initiatives through demographic and segmentation efforts.
• Support additional business operations, strategy, and analytics projects as assigned.

Requirements

• BA/BS Degree (4-year) in Business Administration, Marketing, Management, Analytics, or a related field (Advanced Degree Preferred).
• 6-8 years of work related experience in operations, strategy, and analytics.
• Experience with hiring, coaching, and leading cross-functional teams, fostering a collaborative environment and ensuring team members are aligned with the company's strategic goals.
• Experience in working with CRM, ticketing platforms, email platforms, and various sales tools.
• Experience in developing and managing business strategy roadmaps, especially for operations and analytics.
• Experience in working with digital services or data science teams to develop predictive models, especially around sales and member engagement.
• Proficient user of Microsoft Office Products (Outlook, Word, Excel) and ability to learn required business systems.
• Strong organizational skills to manage multiple projects simultaneously using tools to set deadlines, benchmarks, and track progress.
• Ability to collaborate with different departments and senior leaders, including sales, marketing, ticketing, and finance, to align on goals and ensure smooth operations.
• Must have strong technical competencies in creating, developing, and implementing workflows and processes, as well as providing end user support.
• Ability to work with and adapt to various personalities to achieve a common goal.
• Proactive, solution-oriented, organized and detail-oriented person who can prioritize and work independently.
• Skills in mentoring and providing feedback to help team members grow, both personally and professionally.
• Ability to define, track, and optimize success metrics (KPIs, ROI, engagement) across different departments, ensuring alignment with company goals.
• Proficiency in using Power BI and other BI tools to create dashboards, reports, and data visualizations that support decision-making.
• Strong analytical abilities to interpret data and translate insights into actionable business strategies.
• Strong time management skills to juggle multiple projects, deadlines, and stakeholder needs.
• Excellent written and oral communication/interpersonal skills in English.
• Flexibility to work weekends, nights, and holidays as required by schedule of events.

Nice-to-haves

• Experience with Microsoft Dynamics 365 CRM is preferred.

Benefits

• Competitive salary range of $120,000 - $125,000.